I was told that my afternoon appointment was at a specific time, but that I should try to come in about 10 minutes before to do paperwork. This didn't bother me. That's pretty standard with doctors. But, I provided everything they would need about my health history, medicines, etc by fax the morning of the appointment in case I wouldn't be able to come in 10 minutes early since I have chronic health issues and it can take me a lot of time to prepare for a health appointment.
That said, in the past year, I've only arrived at one other appointment late with a different doctor and that was because I was delayed printing paperwork for the appointment and then got lost on the way to the doctor's office. So, I'm really good at being on time (usually 10-20 minutes before time) for appointments because I never know what the day will throw at me and I usually leave much earlier than necessary.
I waited a month to see Dr. Heine even though there's a family history of rapidly metastasizing ovarian cancer on my mother's side because I was told that she was the absolute BEST person to see and who would be aggressive with testing.
I thought it odd that, given the family history and current symptoms, no one tried to put me on a wait list or get me in sooner, but I went with it because I realized that there might be delays with the holidays.
I arrived FIVE minutes late for my appointment (...or so I thought).
Admittedly, my current symptoms include memory problems. BUT, I wrote down the appointment time when I scheduled the appointment so I wouldn't forget.
I was also in the office yesterday and repeated my appointment time while there and no member of her staff corrected me. Nor, did the member of her staff I spoke with this morning when I called in to advise them that I was faxing over paperwork correct me when I also mentioned the appointment time.
Upon my arrival, the appointment was during what is normally a business lunch hour, there were no other patients in the waiting room and the reception staff were just milling around.
I don't know if I apologized for being five minutes late or not since I looked at their clock as I came in and saw that I was five minutes late, but the receptionist then told that I would have to reschedule because Dr. Heine had already come out and told her to do so because they have a 15 minute late policy (i.e. if a patient is 15 minutes late then the patient must reschedule).
At first, I explained that my appointment was for X time and then I was told by the receptionist that the time I had written down as being the waiting room prep time was the actual appointment time.
She reiterated that I would have to reschedule. I was so shocked by this turn of events that I asked them when Dr. Heine had her next opening without realizing what the receptionist had just said.
But, then it hit me. Dr. Heine came out and advised the receptionist to reschedule my appointment BEFORE the 15 minutes were even up.
Worse yet, the receptionist would not contact Dr. Heine to see if she would be willing to see me because of the miscommunication that was not entirely my fault.
Instead, I was told that the next available appointment wouldn't be for more than another month. I was then asked if I wanted to see someone else, but I was so overwhelmed and shocked, I merely reiterated what I was told about the fact that she was the person I was referred to see specifically.
Of course, I then asked why the doctor doesn't schedule longer than 15 minute appointments because I was upset and confused at that point about the entire process. The receptionist then told me that the original appointment was for 40 minutes.
So, I asked WHY, if the appointment was 40 minutes and the first 10 of any specialist appointment is sitting with a nurse while she goes over everything the patient writes down on the paperwork they fill out in the waiting room (everything I had already faxed in and would have otherwise written "see attached" when filling out the paperwork had I arrived 10 minutes early), they wouldn't ask Dr. Heine if she would see me for at least an initial consultation to go over symptoms and get the ball rolling.
The receptionist's responses continued to be "I'm sorry" and "Dr. Heine already stated that the appointment needs to be rescheduled."
Not only was this treatment incredibly poor customer service, but horrible patient care.
So, incredibly upset and realizing that I really can't afford to wait another month IF the symptoms are related to cancer, I simply said "Forget it. I'll find a doctor who actually gives a "d" about my health" and walked out.
Because, from my perspective, this entire event seems more like Dr. Heine decided to go to an early lunch or, and I don't know given the upcoming holiday if I was the last patient or not, take an early half-day off.
I understand that doctors have to stick to their policies, but this was a problem with miscommunication. Worse yet, she broke her own policy AND there were 25 minutes left that Dr. Heine could have taken a moment and gave a darn about the patient who waited a month, while experiencing mood swings and severe health issues that might be related to early menopause or cancer (who knows now?), to see her.
I would love to know if she would have appreciated the same treatment if she had been the patient in physical pain (one of the symptoms) who has severe chronic health issues who took precious time from work (which is being adversely affected by the health issues) to go through this whole process only to have a horrific experience like this one.
I've marked the ratings at 1 star, but I really wish I could mark some off them at -1. That's how upset I am by this whole experience.
Dr. Sarah C Kent, MDFamily Medicine, Obstetrics & Gynecology, Other Specialty, Hospital Medicine21 Years Exp | Chambersburg, PA
